Advanced visibility and oversight for Agent Chat in Agent Workspace

[jMarshal]

Does anybody know of any out of the box dashboards or features that can easily and quickly give me visibility into agent presence/availability/capacity/ect -- when it comes to different channels in AWA and Agent Chat (specifically) in Agent Workspace?

For instance, is there a way I can access information about which agents are available (vs "away" or "offline")...including how long they've been waiting in the state, when they last rejected, etc...

...or if there are no features like this yet...any advice on where or how I would go about developing something for this?

I'm having a hard time even finding out where current availability states per agent is located within the UI16 interface of the Now Platform, in AWA...let alone any sort of historical information related to that! Thanks in advance!!

[Sandhya Bellann · Accepted solution]

With the plugin - Performance Analytics - Content Pack - Advanced Work Assignment, you will get dashboards related to AWA

Attached screenshots from OOTB for your reference.

Analytics and Reporting Solutions for Advanced Work Assignment
https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/use/application-content-packs/concept/awa-content-pack.html

You can also monitor AWA performance statistics by navigating to <instance_url>/awa_stats.do

Advanced Work Assignment monitoring page
https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/advanced-work-assignment/reference/awa-monitoring-page.html

• The information regarding Agent's presence is stored in awa_agent_presence_history table. This table contains the records when the agent's state changed per service channel. Once the state changes for the channel, a record gets created in this table.

• For example: If an Agent opens workspace, it create a record with Presence state as Offline and when the user changes the Presence state to "Available", it will create new record with the Presence state: "Available"

• Currently there is no ootb field present for this table that contains information on how long the user was in this state directly.

Please refer to the following KB article for more details:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0793086

To add this feature to the Product, you can submit an Enhance meant request :
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0755878

[jMarshal]

this is fantastic thank you so much for the detailed response!

[Kaitin R_ckle]

Is the  Performance Analytics - Content Pack - Advanced Work Assignment free? Or do I need the Performance Analytics Subscription? It is there for ITBM but not for ITSM

[JHufford]

Regarding: 

• Currently there is no ootb field present for this table that contains information on how long the user was in this state directly.

Is there any detailed instruction on how to calculate this information? I can clearly see the time that the state changes so it should be a simple matter to calculate the duration of the state, and i've seen others trying to get the same information but there has been no response or suggestion on how to do this.